Senior Community Specialist

ServiceTitan; Sacramento (CA); On-site; USD 93,000 - 139,000; Full time

Benefits offered by this job

Flextime

Flexible time off

Bonusly rewards

Medical, dental, vision

401k match

Parental leave

Fertility support

Job summary

ServiceTitan is seeking a Senior Community Specialist to lead customer community programs across ServiceTitan, Aspire, and FieldRoutes. You will collaborate with cross-functional teams to grow engagement, maintain brand voice, and scale community initiatives.

You will own content calendars, manage employee advocacy, analyze engagement data, and report to leadership while ensuring a positive, safe, and insightful experience for trade professionals.

Qualifications

• 5+ years in social media, community management, customer service, support, or marketing.
• Ability to operate across multiple brands and audiences without losing nuance.
• Experience running or contributing to employee advocacy programs.

Responsibilities

• Own content calendars for customer community groups and adapt strategy per brand.
• Source and develop content across all customer communities and editorial calendars.
• Monitor escalations across social channels and route to the right teams.

Skills

Social media management

Community management

Employee advocacy

Content calendars

Gainsight

Salesforce

Tableau

Brand building

Communication

Tools

Gainsight

Salesforce

Tableau

Job description

Who We Are

ServiceTitan is the leading software platform built to power the trades. Our cloud-based, end-to-end solution gives contractors the tools they need to run and grow their business, from customer acquisition to project completion, and everything in between. Our family of brands, including ServiceTitan, Aspire, and FieldRoutes, serves businesses across the trades, from HVAC and plumbing to landscaping and pest control. We're looking for someone who can help us build a unified, best-in-class customer community experience across this portfolio.

What We're Looking For

The Senior Community Specialist will serve as a key player in developing our ServiceTitan, Aspire, and FieldRoutes customer community groups, as well as supporting and executing our Employee Advocacy program company-wide. This role moves beyond single-platform moderation to support the Manager, Customer Community in building and executing community plans across brands. This ensures consistency, shared learnings, and a unified voice, while respecting the nuances of each customer base.

What You'll Do

• Own the content calendars for customer community groups, executing and adapting the team’s overall strategy for each
• Source and develop content across all customer communities, feeding the calendars you own and other existing editorial calendars
• Monitor and route escalations across our customer communities and other social channels, prioritizing based on severity and cross-functional impact
• Identify and close gaps between previously siloed community efforts, sharing learnings, playbooks, and best practices across brands
• Diligently track customer questions, issues, and recommendations across brands and communicate them to the appropriate teams
• Build brand personality and customer trust through regular one and two-way communication across our community platforms
• Monitor relevant online conversations among trade services professionals to identify key topics, trends, and risks across the portfolio
• Proactively collaborate with stakeholders across the organization to resolve customer issues in a timely manner and escalated as needed
• Capture and analyze insights and learnings, and regularly share them with internal stakeholders to drive awareness and action
• Continuously improve internal processes, identifying opportunities that contribute to a first-class, consistent customer experience across brands
• Leverage monitoring and analytics tools to align community activity with company goals
• Maintain a high level of product and industry knowledge across our brands
• Apply community guidelines and recommend updates to leadership as community dynamics evolve to ensure a positive and safe environment across our communities
• Employee Advocacy Manage the day-to-day execution, content sourcing, and employee enablement of our Employee Advocacy program end-to-end, pulling performance data on a regular cadence.
• Partner with internal stakeholders to grow employee participation and turn employees into authentic brand ambassadors.
• Analyze engagement data and employee feedback to surface insights, working with the Manager, Customer Community to ensure alignment with broader team strategy and shape ongoing refinements to the program

What You'll Bring

• 5+ years of experience in social media, community management, customer service, support, or marketing
• Demonstrated ability to operate across multiple brands, products, or audiences without losing attention to nuance
• Experience running or contributing to an employee advocacy or ambassador-style program
• Familiarity with community platforms, page and group management, and content calendar management; experience with Gainsight strongly preferred
• Familiarity with Salesforce and Tableau
• Ability to build networks and develop genuine relationships and partnerships across teams and brands
• Ability to empathize with exceptional listening skills
• Strong communication skills - you know how to stir up great conversation, foster engagement and interaction, and listen
• Data-driven mindset with the ability to collect, synthesize, and act on community and social data to inform strategy and prove impact
• Comfortable building and presenting regular reporting on engagement, sentiment, and program performance to leadership
• Flexibility to wear multiple hats - no job too small or too large
• Passion for working in an entrepreneurial, fast-paced, and evolving environment

Use of AI Technology

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

What We Offer

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work
• Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits:
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life:
• Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
• We strongly encourage people from underrepresented groups to apply.
• We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
• ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws.
• For candidates in the United States, the good faith salary ranges estimate for this role is
• Zone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA
• Zone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations.
• International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.